The player's self exclusion was ignored and was able to make multiple deposits since requested. Casino didn't provide evidence.
WinVegasPlus Casino - The player's self exclusion request was ignored.
Black points: 815
Amount: €900
WinVegasPlus Casino
Safety Index:Very lowSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
2.5
WinVegasPlus Casino has a Safety Index of 2.5, which means some of the considered factors point to a very low level of safety. Explore this casino’s Safety Index
Unresolved
Our verdict
Insufficient evidence from casino
UNRESOLVED
Case summary
2 years ago
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3 years ago
Translation
Hi, I signed up for the casino in early December and managed to win a good amount (around € 3600) from an initial deposit of € 250. In the meantime, I had already loaded all the documents (identity card and utility bill). The document relating to the energy bill I had to send via screenshot because the pdf did not accept it without giving any reason. After 2 days the verification of the documents was still pending and therefore I could not withdraw the winnings. So I contact the live chat and they tell me that the energy bill is not good because I had uploaded a screenshot and they wanted pdf. Notify me immediately, right? So I explain that I could not upload pdf because it was rejected. The operator invites me to load only the first page and so I do and it works. The documents after reminder via chat are approved but to withdraw they invite me to upload another document (selfie with identity card) that they could have asked from the beginning without delaying the possibility of withdrawing the winnings. I can finally withdraw but with amazement I notice that you can only withdraw once a week and a maximum of € 1500 !! Absurd since there are no limits for deposits. After I have requested the withdrawal, two days pass and I still have everything pending. This makes me nervous and therefore I continue to play the remaining 2000 euros I had in my account, ending up losing them all. More and more nervous, I cancel the sample still being processed after two days and I lose that too. At this point I contact the live chat and ask for the immediate closure of the gaming account with an explicit request for self-exclusion from their casino. The operator writes me that he cannot close the game account (which is absurd and I think false) but that I have to send an email to servizio@vegasplus.com
I then immediately send the email with a clear request for self-exclusion, also informing that on any deposits that I would have made in the future on their casino I would have asked for a refund. A normal, fair and fair casino would have immediately closed the account and instead none of this happened. Notice in the chat that my account is still open despite the self-exclusion request sent. They reply that they have requested the competent department and it would be closed immediately. Which is absolutely false because I still have my account open and indeed they invite me by email to have a promotional bonus on subsequent deposits. So I make a deposit of 400 euros and I lose it, I make another one of 300 euros and I lose it and immediately after another of 200 euros and I lose that too.
I therefore ask the casino to reimburse the deposits for non-compliance with the self-exclusion requested by email from their casino. My account is still active and therefore I could deposit again.
I hope you can help me because I do not receive any response via email and via chat they wash their hands by sending everything back to the email support which is completely absent.
Thank you in advance.
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3 years ago
Hello carsix79,
Thank you very much for submitting a complaint and I'm really sorry to hear about your issue with VegasPlus Casino. As for the first part of your complaint, I'm sorry to hear that you lost all your winnings but there isn't anything we are able to do with that once you played it. I can only recommend you to always wait at least 14 days for the money to arrive on your account after you request a withdrawal as it might take longer to process a payment specially if it's your first ever withdrawal in a casino.
Regarding the self-exclusion - could you please advise if the casino responded to that request since then? Did you ever mention gambling addiction to them? How much did you exactly deposit since the request? When was the last time the casino respond to you and what was it?
Also please send any relevant evidence or communication with the casino to nikolas.b@casino.guru.
Looking forward to your answer and I hope we will be able to help you resolve it.
Regards,
Nick
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3 years ago
Translation
Thanks for the reply. First of all, I know that I cannot do anything about the money lost before the request for self-exclusion. In fact, my complaint concerns only the deposits made after the request for self-exclusion which were 900 euros (400 + 300 + 200). In the email I sent, I clearly asked for immediate permanent self-exclusion and advised them that any subsequent deposits would be subject to a complaint on my part. In their terms and conditions (point 9.2) it is not specified that it is necessary to explain the reason as in other casinos but it is only specified to select the period. I have specified permanent self-exclusion that is forever. From then on my account had to be closed immediately for good by my casino. What didn't happen. Vegas plus never replied to this request. No e-mails, not even after others sent by me in which I claimed what had happened. I have already sent you the email I sent as an attachment. Is it arrived to you?
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3 years ago
Dear carsix79,
I haven't receive any e-mail but I can see the attachments here in the complaint. Based on that I will now forward your complaint to my colleague Viliam who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
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3 years ago
Hello carsix79,
I looked at your complaint and will do my best to help you. I would like to invite VegasPlus Casino into this conversation. Casino, can you please specify why didn't you block the player’s account after his request for the self-exclusion?
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3 years ago
Dear Carsix79 and Viliam,
It is my understanding that this issue was solved with our Risk team yesterday.
Please let me know if this is true.
Looking forward to hearing from you.
Best Regards
Jenifer
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3 years ago
Translation
Dear Jennifer, you have to make me understand something. The email I received yesterday regarding the refund of the deposits was sent to me by Laura, my vip manager of unique casino about whom I have an open claim for undue withholding of my funds. However, this email was sent via vegas plus support. I asked Laura if the answer was about unique or vegas plus since she has always interacted with me only on behalf of unique casino (on vegas plus I had no vip manager and I never received any contacts and answers from you). She told me that the answer regarding the refund of the deposits even if made by the vegas support concerned the dispute about unique casino on which you did not want to pay me the winnings (well € 5450 that you owe me) but you preferred to refund the deposits. Here we are talking about something else. So decide why you are either making a mess or creating it on purpose to muddy things up.
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2 years ago
We would like to ask the VegasPlus Casino to reply to this complaint. We are extending the timer by 10 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.
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2 years ago
Translation
I am amazed at the level of brazenness and treachery of this casino. You are now referring to the Unique casino complaint and should report your responses to the specific complaint and not to this one concerning vegas plus. However, as I have already written, in that case I did not ask for self-exclusion from unique casino but rather from vegas plus and the emails he reported above in fact prove it. But apart from that if we are to discuss the Unique casino complaint you must explain why you withheld all my winnings from December 12th (€ 5450.30). It is true that I have sent e-mails with a request to close the gaming account but it is also true that you have ignored them for 8 days without even replying. And in the course of these 8 days you have allowed me to make and LOSE numerous deposits of which I am resending the screenshots below. So as long as I paid and lost it was fine for you but the first win I got you appealed to the emails requesting the closure of the game account of 8 days before which you never replied and ignored since you left the account open. Also you should know that regardless of this any winnings legitimately obtained with an open account must be paid out without excuses and deceptions. Also because if I had also lost the last deposit of 300 euros from which I resulted in the winning of 5450 euros you would have appealed to point 7.11 of your terms and conditions which I report below in which it is clearly written that you do not make refunds on deposits played and lost. At this point, according to your conduct, all the players who have asked you to close the game account and you have not done so should fully refund them.
So give an explanation to all these questions because so far you have avoided answering this point.
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2 years ago
Translation
Oh I forgot, this is the answer of my vip manager on December 13th just before you blocked my account on unique casino and stole my winnings.
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2 years ago
Dear Casino,
send me a report which will contain evidence regarding VegasPlus Casino. When the player asked for self-exclusion, when he was really excluded, when exactly and how much he deposited, what amount was returned to the player. All evidence and explanation must be in the English language. My email: viliam.v@casino.guru (by evidence I mean screenshots)
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2 years ago
We would like to ask the VegasPlus Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.
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2 years ago
I apologize, but since we haven’t received any evidence from the casino regarding the issue, we can not continue resolving this complaint and we are forced to close it as ‘unresolved’. You can contact Curacao gaming license. If you need my help with contacting them just send me an email here: viliam.v@casino.guru
I am very sorry I couldn't help more, but at least closing this complaint as unresolved will negatively influence the Casino's rating and other players can read about your experience in our review.
I hope you won't come across a problem like this again.
The Casino can ask to reopen this complaint anytime.
